Customer Success Manager at Remitly

Indonesia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Academic, Government, ResearchIndustries

Requirements

Background in customer engagement, retention and driving customer adoption
Experience in publishing background or SaaS is a plus
Strong communications with fluency in English and Bahasa Indonesia
Be comfortable working in an international matrixed organization
Be a self-starter, organized, has initiative and good problem-solving skills
Have good analytical and project management skills
Possess engaging (virtual and f2f) presentation skills to large and small
Be fluent with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio

Responsibilities

Developing new relationships and being a trusted advisor to clients
Facilitating product development and identify requirements in relation to organizations’ ambition - navigate customer queries with relevant internal stakeholders
Driving customer retention, satisfaction & success
Delivering tailored value stories (value reinforcement) - Demonstrating product/services ROI
Supporting renewals with Sales team by identifying value story, customer needs and advocates for Elsevier solutions
Conducting scalable/customizable customer training. Ensure that all training is fulfilling a need of the customer. This includes demonstrations of products as well as workshops
Identifying cross-sell & upsell opportunities. Analyzing data & understanding of customer needs and ambitions (value story) while adding value based on experience
Working cross functionally, share experiences across customer facing teams as well as the greater Elsevier organization to share success stories. Ensure value proposition is clearly communicated and understood

Skills

Customer Onboarding

Customer Enablement

Value Realization

Customer Retention

Renewals Management

Cross-Selling

Up-Selling

Customer Training

ROI Demonstration

Data Analysis

Relationship Management

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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